At a Glance
- Tasks: Manage customer renewals and build strong relationships to enhance their experience.
- Company: Join IRIS Software Group, a leading UK software company with a supportive culture.
- Benefits: Competitive salary, commission, hybrid work, and career development opportunities.
- Other info: Be part of a diverse team that values your contributions and growth.
- Why this job: Make a real impact by helping customers succeed and ensuring their satisfaction.
- Qualifications: Customer-facing experience and strong communication skills are essential.
The predicted salary is between 38250 - 46750 £ per year.
About IRIS
IRIS Software Group is one of the UK's largest privately held software companies, trusted by 100,000+ businesses, schools and accountancy firms to keep their operations running. Our software pays 1 in 6 UK employees, supports over 12,000 schools, and is relied on by 91 of the top 100 UK accountancy firms. We're a Great Place to Work® certified employer, recognised for our commitment to well-being, inclusion and development - and we're growing fast.
Location: Manchester or Slough (Hybrid)
Salary: Competitive + Commission
At IRIS Software Group, we're passionate about helping our customers succeed. We're looking for a proactive and customer-focused Customer Renewals Associate to join our growing Renewals team. If you enjoy building relationships, delivering great customer experiences, and helping customers get the most from their software solutions, we'd love to hear from you.
Reporting to the Customer Renewals Team Lead, you'll play a key role in supporting the renewal journey for an assigned portfolio of customers, helping to protect recurring revenue while ensuring our clients continue to receive value from their partnership with IRIS.
What You'll Be Doing
As a Customer Renewals Associate, you'll take ownership of a portfolio of SMB to mid-market customers, guiding them through the renewal process and delivering a seamless customer experience. Key responsibilities include:
- Managing customer renewals from start to finish, ensuring opportunities are progressed and completed ahead of renewal dates.
- Building strong relationships with customers through regular phone and email engagement.
- Conducting proactive customer health checks alongside our Customer Success teams to support retention and satisfaction.
- Communicating renewal quotations and pricing changes professionally and confidently.
- Responding to customer enquiries promptly, providing accurate information and helping resolve issues effectively.
- Identifying potential customer risks and working proactively to achieve positive outcomes.
- Maintaining accurate customer records and activity within Salesforce and other internal systems.
- Supporting revenue retention by helping customers understand the value of their solutions and making informed renewal decisions.
- Working closely with colleagues across Customer Success, Sales and other teams to deliver the best possible customer experience.
- Contributing ideas to improve processes, efficiency and the overall customer journey.
What We're Looking For
We're looking for someone who enjoys working with customers, takes ownership of their work, and thrives in a fast-paced environment. You'll ideally have:
- Experience in a customer-facing role, either over the phone, via email or in person.
- Previous experience in sales, customer retention, renewals, account management or a similar commercial role.
- Strong communication and relationship-building skills.
- Excellent attention to detail and organisational abilities.
- Confidence managing multiple priorities and meeting deadlines.
- Good IT skills, including Microsoft Office applications.
- Experience using Salesforce or another CRM system would be advantageous.
Most importantly, you'll be someone who is customer-centric, proactive, resilient and motivated to develop your career within a successful and growing organisation.
Why Join IRIS?
At IRIS, you'll be part of a collaborative and supportive team where your contribution makes a real impact. We offer opportunities for development and progression, alongside the chance to work with a diverse portfolio of customers and play a vital role in their ongoing success.
If you're passionate about delivering excellent customer experiences and building long-term customer relationships, we'd love to hear from you.
Why You’ll Love Working Here
- Impact: Your work will influence millions globally.
- Growth: Continuous learning and career development opportunities.
- Belonging: A culture that celebrates diversity and empowers every individual.
Ready to Apply?
Click Apply - we’re excited to learn about your unique perspective and experience. If you need adjustments during the process, let us know. We’re committed to making this opportunity accessible to everyone.
What to expect from our hiring process
Our process is designed to be fair, transparent and straightforward. Stages vary depending on the role — more senior positions may involve additional steps, and some areas include role-specific assessments such as a technical test or case study — but typically you can expect:
- Application review — we assess your experience and potential
- Initial call — a short conversation to learn about you and share more about the role
- Skills assessment — tailored to the position, e.g. case study, coding challenge or portfolio review
- Final interview — meet the team and explore how you'll make an IMPACT at IRIS
We'll always walk you through the specific stages at the start of the process so you can prepare with confidence. If you need any adjustments or accommodations during the process, let us know, we’re committed to making this experience accessible for everyone.
Customer Retention Associate (Entry Level) in Manchester employer: IRIS
IRIS Software Group is an exceptional employer, recognised as a Great Place to Work® for our dedication to employee well-being, inclusion, and professional development. As a Migration Consultant, you'll be part of a dynamic team driving significant cloud transformation in the education sector, with ample opportunities for career growth and the chance to make a meaningful impact on customer success. Our collaborative work culture fosters innovation and celebrates diversity, making it an ideal environment for those passionate about education payroll and technology.
StudySmarter Expert Advice🤫
We think this is how you could land Customer Retention Associate (Entry Level) in Manchester
✨Get to Know the Company Culture
Before jumping into applications, it’s super helpful to understand the vibe at IRIS. Check out their social media, read reviews on sites like Glassdoor, and see how they engage with customers. It'll give you clues on their values and help tailor your conversation during interviews.
✨Join Customer Support Communities
Dive into online communities like those on Reddit or LinkedIn where customer support pros hang out. Participating in discussions or asking questions can make you more visible to potential recruiters and help you learn about job openings at companies like IRIS before they even post them.
✨Attend Job Fairs or Networking Events
Look out for local job fairs or events specifically for customer support roles. This is your chance to meet hiring managers face-to-face, and you might even get the opportunity to interview on the spot!
✨Show Off Your Skills with Customer Interactions
In the customer support world, showcasing your communication skills is key. Consider creating a short video introducing yourself or even doing a mock call to showcase your abilities. It's a memorable way to stand out, especially if you can share this during your interview process!
We think you need these skills to ace Customer Retention Associate (Entry Level) in Manchester
Some tips for your application 🫡
Show Off Your Communication Skills:In customer support, clear communication is key. Make sure your CV highlights any experience you've had in customer-facing roles and your ability to resolve issues. Don't shy away from including specific examples of how you've gone above and beyond to help customers – this really shows your potential in the role.
Tailor Your Cover Letter to IRIS:Your cover letter is your chance to shine! Tell us why you want to work at IRIS specifically. Mention any unique aspects of our company that resonate with you and how your skills can enhance our customer support. This personal touch will set your application apart from the rest!
Highlight Any Relevant Tools or Tech Skills:If you've used customer support software like Zendesk or Freshdesk or have experience with CRM systems, make sure to mention these in your application. Being familiar with industry-standard tools can be a big plus for us when we’re reviewing applications, as it shows you can hit the ground running!
Demonstrate Your Problem-Solving Skills:Customer support roles often require a knack for problem-solving. In your application, share examples of past experiences where you've tackled tough situations or resolved conflicts effectively. This will give us a good sense of how you handle challenges—an essential skill for success at IRIS!
How to prepare for a job interview at IRIS
✨Show Off Your People Skills
In customer support, it's all about communicating effectively. Prepare to share instances from your past experiences where you handled difficult customers or resolved conflicts. We want to hear how you empathised and found the best solutions, so think of specific examples to back up your stories!
✨Know the Tools of the Trade
Familiarise yourself with common customer support tools like Zendesk or Freshdesk, and make sure to review how you’ve used any similar systems in the past. During the interview, being able to discuss your hands-on experience with software or ticketing systems can really set you apart from the competition, so don’t skip this prep!
✨Show Genuine Enthusiasm
As this is a full-time role, employers want someone who isn’t just looking for any job, but wants to grow within customer support. Make sure to express your enthusiasm for helping customers and your desire to develop your skills. Show them why you're passionate about this field!
✨Practice Common Scenarios
Be prepared for role-playing scenarios where you might have to reassess a solution with a frustrated customer or explain a complex process in simple terms. Practising these common scenarios can help us feel more confident and demonstrate our practical skills effectively during the interview.
